Rated 1 out of 5 by BillM12 staff needs training
You expect certain things to be completed. However, when you put on a robe you expected to washed and cleaned and put your hands in the pockets to discover a tissue in one pocket and the previous room card key in the other you get the feeling not everything is cleaned. Brought this to the attention to the staff, and they felt taking the "resort charge" which in another issue, off is satisfactory when they agreed in front of the crowd while I was discrete in my complaint, to comp the room for one of my nights. The next day i checked on my breakfast charge since the restuarant didn't recognize or accept the prepaid breakfast card only to discover the took off the resort charge. After my complaint of the lack of grossness, the staff reluctantly took off $100. IF you put your own hand in a rope and felt a tissue in one pocket and an room key in the other, would a $100 satisfy you in a resort hotel?
March 3, 2014
Rated 4 out of 5 by Leeann1 Room with a disappointing view!
Our reservation state a pool or garden view...what we had was a view of the next buildings trash and air conditioning system, making it noisy and unpleasant to look at from our balcony..certainly not a room with a view I expected in Key West at these prices. The rest of the hotel and our room were very nice. I would recommend staying at the hotel but make sure you are getting the view you paid for because this one certainly put a damper on our get away.
March 9, 2014
Rated 5 out of 5 by anniee super whheelchair acessibility
we so enjoyed stay due to being able to relax and not worry about whhelchair accessibility issues in room, bathroom and over entire resort.
March 10, 2014
Rated 1 out of 5 by WorkerBee07 Disappointing
I booked a last minute trip to Key West and was excited to stay at this Westin. The entire experience was disappointing. The hotel is outdated and everything feels worn. In my room the carpet was pulled up and the cement slab was showing near the balcony. The refrigerator made a terrible high pitched noise. When I called the front desk, they sent maintenance who told me to turn off the fridge and get ice if I needed to have my things kept cold. Also, the AC was very loud. Louder than a normal airplane. I was told there was nothing that could be done. There is a resort fee PLUS parking. The resort fee is supposed to include things like "afternoon mojitos" and "fruit kabobs". I saw none. I am an SPG gold preferred member and was not offered a room upgrade. When I asked why, I was told it is a resort and things are different. The person who checked in ahead of me received an upgrade. Odd. The "resort" advertises that they have access to a private beach at their sister resort. But, only 20 people per day can pay to take the boat over to the private beach. In fact, as you walk in, there is a poster featuring the private beach. I felt totally misled.
When I spoke with the front desk manager he offered to give me spg points to compensate me for my inconveniences. He said it would take up to 24 hours for the points to appear. It's been a week and I have received nothing.
March 10, 2014
Rated 2 out of 5 by TCB1 Great location but not much else
For the price ($700/night) , you really don't get the value other than the central location. I wasn't offered amenities upon checkin, bed was not made, shampoo not replenished, etc. Also there is not a spa on site ( have to take a boat) and there isn't a nail salon either. For this price, you would think these offerings would be table stakes. Very disappointing.
February 24, 2014
Rated 2 out of 5 by RTW8193 great location
Very unhappy in that we had ocean view room but both nights we we're looking at cruise ship! For the price we paid for this hotel I was very disappointed! I believe I should receive some sort of credit as I had 2 rooms with this same problem
March 4, 2014
Rated 2 out of 5 by TotalUnsatisfaction Oceanfront view is blocked by cruise ships.
Paid for oceanfront and only got ocean view which was then blocked by cruise ships. I would never stay there again.
March 3, 2014
Rated 1 out of 5 by haspi Everyone is Platinum!
I have stayed at this hotel for a quick weekend getaway. These points require major improvement:
There is a lot of new staff at front office.(2-3 new to 1 experienced) It took them half an hour to check me in.
The bathroom door was broken. Could not be fully closed.
Service: when I asked the manager for a late check out, I was told that everyone in the facility is SPG platinum and he cannot make an exception. This is a very rude response, not a way to treat a loyal customer.
I'm very unsatisfied with my stay.
November 30, 2011